We might have to write a cron job to call this script, but a script which handles this would be handy!
agree with this, some sort of auto escalation script which could be called with a cron job (linked to pop3 fetcher cron job that most people setup)
I like the idea of setting SLA of 24hours (or N Hours) if no one has replied to a new ticket.
Based on your comment, would something like the ability to “subscribe” to a ticket be sufficient? Subscribing would allow users to receive notifications regarding the tickets they are subscribed to.
HESK already supports multiple emails for a single ticket. Am I missing something here?
instead of dedicated apps, why not make the app responsive with media queries, then use PWA and service workers for push notifications (new tickets arrived etc)
Should be much less headache